Field Service Technician

The Company

This is an exciting opportunity to work in a fun, fast paced dynamic roll with a world class company that has a thriving business model. At Acucraft, we value our families, candid collaboration, and a cooperative culture. Our clients regularly seek custom/unique fire features that explore the boundaries of physics. So in our Big Lake office, you can sense our problem solving can-do attitudes that find a way to get it done.

The primary objective of this role is to support the service team. You will work closely with our service manager in assisting and solving the needs of our customers, which includes traveling on-site to locations in the U.S. and Canada to service and advise on fireplace installations, troubleshooting or repair. This position is an integral part of our service team and is the face of Acucraft to our customers.

Duties and Responsibilities:

• Provide exceptional customer service to all customers via phone and on-site/in-person
• Handle technical support calls from service technicians, installers, and customers
• Ability to multitask and prioritize various communication platforms (phone, email, in person, CRM)
• Troubleshoot fireplace issues and offer clear resolutions
• Follow up on all customer inquiries to ensure job completion and customer satisfaction.
• Assist Service Manager with service-related initiatives
• Plan travel arrangements while being mindful of company budget
• Other duties as assigned
• Successful candidates have had good electro‑mechanical skills with experience in areas such as HVAC , plumbing, or electrical.
• Ability to go on roofs, inside crawl spaces, and tight spaces.

Skills and Experience:

• High level of understanding of electrical and mechanical systems alongside a technical aptitude.
• 3+ years of experience in a customer service support role with mechanical aptitude preferred
• Willing to work individually as well as on a team
• Strong verbal and written communication skills
• Ability to multi-task, prioritize and be flexible with changing business needs and travel schedule
• Detail oriented and ability to document all customer based conversations
• Basic computer skills like emailing, typing reports, and attaching photos.
• Ability to travel at least 50% of the time, U.S. & Canada (One week in field, one week in office)

Reports to:

Service Manager

Schedule:

Full Time, Monday – Friday

Location:

Big Lake, MN

Compensation: $60,000 + DOE

Benefits:
Health, Dental, & 401k programs available, when eligible

Job Type: Full-time

Pay:
From $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Commute:

• Big Lake, MN 55309 (Required)

Ability to Relocate:

• Big Lake, MN 55309:
  Relocate before starting work (Required)

Willingness to travel:

• 50% (Required)

Work Location:

In person